1.18.4 Knowledge Services

Manual Transmittal

January 17, 2018


(1) This transmits revised IRM 1.18.4, Distribution, Knowledge Services.

Material Changes

(1) IRM, added subsection title; Program, Scope and Objectives

(2) IRM, added subsection title; Background

(3) IRM, added subsection title; Roles and Responsibilities

(4) IRM, added subsection title; Acronyms

(5) IRM, added subsection title; Related Resources

(6) IRM, renumbered; Business Requirements Systems Integration; formerly IRM and renumbered subsections accordingly

(7) IRM, Updated Business Systems Planning (BSP) to Technology Integration and Project Support (TIPS)

(8) IRM, Updated Integrated Procurement System (IPS) to Invoice Processing Platform (IPP)

(9) IRM, updated to include Electronic Publishing website title

(10) IRM, updated Forms, Instructions & Publications web link

(11) IRM, added W&I Internal Content Publishing Process (ICPP) website title

(12) IRM, updated the functions of BRSI analysts

(13) IRM, added M&P resource center to weblink and updated email box address

(14) IRM, revised Alternative Media Center (AMC) section

(15) Editorial changes have been made throughout the IRM

Effect on Other Documents

The IRM 1.18.4 dated July 15, 2014 is superseded.


Media & Publications (M&P), Publishing and Distribution Employees

Effective Date


LuCinder J. Comegys
Director, Distribution
Wage and Investment Division

Program, Scope and Objectives

  1. Purpose: The manual describes policies and guidelines for Knowledge Services Branch employees. The overall knowledge services and systems management support for Media and Publications, Publishing and Distribution resides with the commissioner Wage and Investment (W&I).

  2. Audience: This IRM is for the Knowledge Services employees who are responsible for providing services to all publishing and distribution electronic systems and applications.

  3. Policy Owner: Knowledge Services Branch resides within the Office of Wage and Investment (W&I)/Customer Assistance Relationships and Education (CARE)/Media and Publications (M&P)/Distribution (D).

  4. Program Owner: Knowledge Services Branch is the program office responsible for overseeing and providing guidance for publishing and distribution electronic systems.


  1. Knowledge Services Branch (KS) provides knowledge services, business applications and accessibility support for publishing and distribution programs. Knowledge Services Branch works closely with IRS Information Technology (IT) to make sure that all publishing and distribution electronic systems and applications function to provide the highest quality electronic products and services available.

Roles and Responsibilities

  1. Knowledge Services Branch has 3 sections:

    • Business Requirements Systems Integration (BRSI)

    • Knowledge and Resources Management (K&RM)

    • Alternative Media Center (AMC)


  1. The following acronyms are used throughout the IRM

    Acronym Definition
    AMC Alternative Media Center
    BPA Blanket Purchase Agreement
    TIPS Technology Integration and Project Support
    CAS Customer Accounts System
    CAPS Computer Assisted Publishing System
    BRSI Business Requirements Systems Integration
    CARE Customer Assistance Relationships and Education
    COR Contracting Officer’s Representative
    CROPP Core Repository of Publishing Products
    ESN Electronic Status Notice
    ELITE Enterprise Logistics Information Technology
    IPP Invoice Processing Platform
    ICPP Internal Content Publishing Process
    KM Knowledge Management
    KSB Knowledge Services Branch
    K&RM Knowledge and Resources Management
    M&P Media and Publications
    NDC National Distribution Center
    OSMS Order and Subscription Management Systems
    POC Point of Contact
    PTS Project Tracking System
    SME Subject-Matter Expert
    XML eXtensible Markup Language
    UWR Unified Work Request
    WRMS Work Request Management System

Related Resources

  1. Available resources are:

    • Electronic Publishing - http://www.publish.no.irs.gov

    • Forms, Instructions and Publications - https://www.irs.gov/forms-instructions

    • Internet Content Publishing Process - http://win.web.irs.gov/icp/wi_icp.htm

    • W&I/M&P Resource Center SharePoint - https://organization.ds.irsnet.gov/sites/wi-care-MP/default.aspx

    • SharePoint Email Address - wi.mp.sharepoint.admin@irs.gov

    • Accessible Forms and Publications - https://www.irs.gov/forms-pubs/accessible-irs-tax-products

    • Order &Subscription Management System - http://caps-as.enterprise.irs.gov/osms/views/homePage.xhtml

Business Requirements Systems Integration (BRSI)

  1. BRSI section responsibilities include:

    • Information Technology Budgeting

    • Information Technology Application Development and Program Management

    • Computer Assisted Publishing System (CAPS) Management

    • Enterprise Logistics Information Technology (ELITE) Management

    • eXtensible Markup Language (XML) Support

    • Unified Work Requests (UWR) Submission Processing

Information Technology Budgeting

  1. BRSI analysts are responsible for the management of the IT budget for CAPS and ELITE in the Media and Publications (M&P) organization. In this capacity they:

    1. Gather and monitor IT requirements

    2. Meet with management to review IT requirements and budget

    3. Work with appropriate IT organizations, Technology Integration and Project Support (TIPS) and Division technology advisors to ensure that IT requirements and budget needs are properly communicated and that funds are available for annual maintenance costs and new purchases

  2. They work closely with members of other organizations (e.g., Procurement, Accounting, IT) to resolve IT issues and problems using a combination of spreadsheets and online applications (including the IT Project Tracking System (PTS), Work Request Management System (WRMS), and the Invoice Processing Platform (IPP) to ensure requirements are funded and requisitions are processed timely.

Information Technology Application Development and Program Management
  1. BRSI analysts are responsible for providing IT solutions to serve the business needs of the M&P user community. They collaborate with business representatives to collect data and manage business, functional and technical requirements. The analysts identify and resolve application issues and monitor the progress of all application development. The CAPS M&P IT Request and Work Request systems are used as communication tools to facilitate these tasks.

  2. BRSI analysts are responsible for the coordination of application software procurements for the M&P organization, including new software and services, and ongoing maintenance contracts for existing components. UWRs detailing necessary updates are submitted to IT via WRMS for tracking and coordination purposes. BRSI analysts create requisitions in the Invoice Processing Platform (IPP) and prepare any required supporting documents.

  3. BRSI participates in and provides oversight for Federal Information Security Management Act (FISMA) activities for GSS-37 (CAPS-I) and ELITE. This includes facilitating meetings with various IT business units, CyberSecurity, system development and test team members for the Security Assessment and Authorization certification process. BRSI ensures compliance with FISMA requirements that includes:

    1. Plan for system security

    2. Review and monitor the security controls on a regular basis

    3. Participate in system security testing annually

    4. Develop and maintain action plans for remediation of security weaknesses

Computer Assisted Publishing System (CAPS) Management
  1. CAPS hosts locally-developed and Commercial Off-The-Shelf (COTS) software applications which in turn support the design, composition, requisitioning, printing procurement and job tracking for the entire complement of IRS published products. These include the Core Repository of Published Products (CROPP), the Electronic Publishing http://www.publish.no.irs.gov web site and "Page 1" which is a group of M&P internal web pages.

  2. BRSI analysts are responsible for the management of CAPS, including database and application software maintenance and administration. Operational support for CAPS hardware and system infrastructure software (including installation, upgrade and maintenance, security administration and monitoring) is provided by IT Enterprise Operations.

  3. Most of the technical work on CAPS is performed by contracted staff. BRSI contracting officer’s representatives (CORs) provide contract support and oversight for the work performed.

Enterprise Logistics Information Technology (ELITE) Management
  1. BRSI analysts are responsible for the management of ELITE. Distribution employees use ELITE to manage distribution programs, forecast printed products and manage National Distribution Center operations. Customer Accounts (CAS) employees enter orders into a separate ELITE application.

  2. BRSI analysts work with other Distribution employees to develop ELITE requirements and manage its Total Information Processing Support Services contract. Contractors perform software maintenance, interpret requirements and program changes.

eXtensible Markup Language (XML) Support
  1. Through contracted staff, BRSI provides XML authoring and/or composition support for a wide range of IRS published products, including tax forms instructions, taxpayer information publications, the Internal Revenue Manual (IRM), the Internal Revenue Bulletin (IRB), tax topics and revenue procedures. This includes help desk support for XML authors servicewide who use Arbortext Editor software.

Unified Work Requests (UWR) Submissions Processing
  1. BRSI analysts manage UWR submissions from M&P to the IT organization by:

    • Receiving, reviewing and validating completeness of submissions

    • Providing assistance to M&P initiators

    • Pre-coordinating the request with IT and W&I TIPS

    • Submitting the UWR in WRMS

    • Tracking the status of submissions to ensure timely responses are provided to IT

Knowledge and Resources Management Section (K&RM)

  1. K&RM section responsibilities include:

    • M&P Knowledge Management Program

    • Blanket Purchase Agreement (BPA) Support

    • IRS.gov Content Management

    • IRS.gov Help Desk Comments Processing

    • M&P Resource Center SharePoint Site Administration

Media and Publication (M&P) Knowledge Management Program
  1. The goal of the program is to incorporate the principles of knowledge retention, knowledge management, and knowledge sharing into the M&P administrative and production framework to leverage, share and transfer the wealth of knowledge of M&P employees to their successors, thus aiding the future success of the M&P mission.

  2. K&RM designs, develops, tests, implements and promotes tools to foster knowledge collection and knowledge sharing. The tools include:

    • After-action reviews

    • Knowledge and information sharing templates

    • Publicly available and searchable knowledge repositories

    • Process maps and lessons learned articles

    • Other tools derived from private industry and federal government best practices

  3. K&RM uses knowledge management expertise to provide M&P with tools to promote a knowledge sharing environment and assists other M&P functions which includes:

    1. Facilitate after-action reviews

    2. Collect lessons learned

    3. Interview management-selected current and departing employees

    4. Develop process maps

    5. Train new M&P employees on the tools and techniques of Knowledge Management (KM)

    6. Consult on KM activities throughout the organization

    7. Research and implement other techniques as appropriate

  4. K&RM solicits and analyzes submissions from M&P employees for knowledge sharing topics, derives and drafts knowledge articles for sharing on the M&P knowledge management web site, and provides expertise and assistance regarding social collaboration.

Blanket Purchase Agreement (BPA) Support
  1. K&RM analysts provide support for the BPA for non-personal services to assist M&P in design, preparation, development, production, maintenance, and distribution of digital tax media and information. The analysts maintain communication between Procurement and contractors. They review, request approval, and pay invoices in a timely manner.

  2. K&RM analysts organize, direct and coordinate production and distribution of contract support activities. This includes formulating and reviewing project feasibility studies, determining costs and ensuring conformance to work standards. They also review the technical requirements and the schedule of each project and coordinate with several project managers, customers and contractors.

IRS.gov Content Management
  1. K&RM analysts administer web content on IRS.gov for Distribution at and use a content management application in their roles. Working with creators/publishers and page stewards across the division, analysts manage distribution content to ensure the information is technically correct, remains current and is updated timely or removed as appropriate. They also work with the Online Services web analysts and Content Area Administrators from other business units as needed to revise or remove content. Detailed guidelines, procedures, roles, and responsibilities for Wage and Investment (W&I) internet content management are found in IRM 11.55.1, Internet Content Publishing Process (ICPP) Management Document.

IRS.gov Help Desk Comments Processing
  1. K&RM is responsible for providing a point-of-contact (POC) for the W&I Publishing and Distribution functions for questions relating to content pages on IRS.gov. A W&I point of contact listing can be found on W&I's Internal Content Publishing Process (ICPP) page at http://win.web.irs.gov/icp/wi_icp.htm.

  2. Any IRS.gov web site user can submit an inquiry about the web site by email, telephone call, or web chat to the IRS.gov Help Desk (Help Desk). An inquiry can be a question, problem or comment regarding the web content and IRS programs. The IRS.gov Help Desk answers most of the inquiries received from the public within 24 hours of being contacted.

  3. When an inquiry is submitted to the Help Desk, it is checked against a repository of known issues, e.g., pre-recorded (pre-determined) responses and Frequently Asked Questions (FAQs). Inquiries that cannot be addressed by the Help Desk are escalated to IRS.gov POC.

  4. If the inquiry falls within W&I purview, it is sent to the W&I POC. The POC is asked to respond to Help Desk emails.


    Tax account related inquiries that will require interpretation of tax laws and procedures are forwarded to the appropriate IRS function for response.

    1. The POC determines which subject matter expert (SME) within W&I would be the most appropriate party to answer the questions and designate a response time frame

    2. The Help Desk determines the priority and designates a response time frame

    3. The W&I POC forwards the email to SME for response

    4. The SME answers the inquiry and sends an e-mail back to the POC who formats the response and sends it to the Help Desk with a copy to the W&I organization mailbox

    5. The W&I POC keeps a copy of the e-mail in the personal folder

Media and Publication (M&P) Resource Center
SharePoint Site Administration
  1. K&RM section has overall responsibility for the M&P resource center at https://organization.ds.irsnet.gov/sites/wi-care-MP/default.aspx, but administers it in collaboration with site administrators in M&P business units. This SharePoint web site collection provides collaborative and repository functionality to all business units in M&P. The site collection is hosted on SharePoint servers maintained by IT. IT manages the SharePoint infrastructure, provides governance policies and standards, and resolves application issues.

  2. K&RM leads a matrix team of SharePoint site administrators consisting of one or more employees from the Distribution, Publishing, and Tax Forms and Publications. This matrix team recommends and implements overall site policies and enforces adherence to IRS SharePoint and web standards. Each site administrator is responsible for sub sites, web content, and document libraries within their organizational and program boundaries and K&RM site collection administrator retains responsibility for the home page and other cross organizational boundaries.

  3. Administration responsibilities include:

    1. Create, populate, and maintain user groups

    2. Manage user access rights (e.g., granting and revoking user inclusion in policy groups during temporary assignments and revoking access rights for separated employees)

    3. Collect, analyze, and report on web statistics

    4. Troubleshoot and resolve user issues and elevating to the IT Help Desk when appropriate

    5. Respond quickly to website outages and working with IT to restore web access

    6. Analyze and respond to user requests for SharePoint objects such as sub sites, custom lists, and document libraries

    7. Probe and resolve broken hyperlinks

    8. Provide and control access to the DSTEST development and test environment

    9. Analyze, test, approve, and launch custom web functionality

    10. Respond to inquiries directed to the matrix team's e-mail box; *W&I Map SharePoint Admin mail to wi.mp.sharepoint.admin@irs.gov

    11. Apply and manage appropriate site features to address user business requirements (SharePoint site settings)

  4. Content responsibilities include:

    1. Solicit or develop fresh content for the announcements on the M&P Resource Center home page

    2. Develop and manage content for the main site, collaborating with the Planning and Analysis Branch of M&P

    3. Develop and manage content for Career Services site, collaborating with the employment specialists in the Strategic Planning and Analysis offices of each division

    4. Develop and manage content for specialized content on other M&P sub sites that cross organizational boundaries

    5. Develop and maintain key word search for the site collection

  5. The site collection administrator, currently a K&RM section employee has duties in addition to the content and administration duties listed earlier:

    1. Represents M&P on IRS SharePoint governance forums

    2. Serves as liaison to W&I SharePoint nonexecutive councils

    3. Maintains web site collection registration

    4. Manages site collection quotas and obtains web resources from IT as appropriate

    5. Maintains overall site design to preserve standardization, usability and consistency throughout the collection

    6. Collects, analyzes and reports on overall web usage and other statistics

    7. Ensure site administrators have appropriate training in SharePoint and Section 508 accessibility issues and provides coaching and assistance

Alternative Media Center (AMC)

  1. The AMC provides alternative media resources to IRS employees through publishing support for format selection, acquisition, production and dissemination of IRS products required in accessible file formats. Currently there are over 1,500 cataloged products and other non-cataloged products in traditional formats such as:

    • Accessible HTML

    • Accessible PDF

    • ASCII text

    • Braille

    • e-book formats

    • Large print

  2. Staff produces alternative media in both electronic and hard copy formats through:

    • Government Printing Office contracts

    • In-house production facility

    • In-house translation/conversion

  3. All accessible electronic content is uploaded to the CROPP and can be downloaded through the http://publish.no.irs.gov web page. File management is performed for these products on various systems and applications including ELITE, Account Management Services and the Electronic Status Notice to ensure uninterrupted distribution of accessible media through mainstream channels. The scope of delivery includes up to 54 million taxpayers and 10,000 IRS employees who have a disability.

  4. AMC provides web services and manages an intranet site at http://amc.enterprise.irs.gov/ for IRS employees to order accessible media and get support and guidance on Section 508 standards. Web services are provided to taxpayers on the accessibility pages on IRS.gov at https://www.irs.gov/forms-pubs/accessible-irs-tax-products. AMC program analysts are trained as page stewards and creators/publishers to post accessible media and manage all content on these pages to ensure accurate and current information is available.

  5. AMC operates an IRS owned production facility using high-speed embossers and printers to process Braille and large print orders. Taxpayers order hard copy media through all the conventional ordering channels, and IRS employees can place orders directly through the AMC using the Order and Subscription Management Systems at http://caps-as.enterprise.irs.gov/osms/views/homePage.xhtml or by taking part in the annual survey for accessible media. The facility operates "on-demand" using electronic files to produce orders on real time basis.

  6. AMC Help Desk service is available to all IRS employees via an organizational e-mail account. IRS employees can ask questions, place orders for alternative media, or get support for making electronic media accessible. All incoming requests are put into a tracking system and assigned to the appropriate analyst. Reports are generated to monitor workload.

  7. AMC promotes IRS accessible products and services through multiple social media channels to reach a targeted customer base. AMC builds and strengthens partnerships with disability advocacy groups and organizations that support people with disabilities to tailor service approaches and to connect with these taxpayers segments to better understand their needs and preferences.